Amani Abou Kays
Summary
With over 15 years in customer service and sales, excelling in both banking and retail sectors. As a Senior Customer Service Officer at SGBL Bank, specializing in VIP client services and sales. Dedicated to building strong customer relationships, leading teams, and exceeding sales targets. Expertise includes issue resolution, data analysis, and implementing effective service and sales strategies. Committed to delivering exceptional service, driving sales performance, and enhancing customer satisfaction.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Customer Service
Générale de Banque au Liban, Lebanon
01.2011 - Current
- Client Service Excellence: Delivered top-tier service to high-value clients, consistently exceeding expectations and ensuring client satisfaction
- Mentorship: Trained and guided junior agents, enhancing their customer service skills and preparing them for advanced roles
- Issue Resolution: Efficiently handled escalated issues, providing prompt, effective solutions, resulting in increased client retention
- Data Analysis: Analyzed client data to identify trends and areas for service improvement, leading to the implementation of new customer service strategies
- Interdepartmental Collaboration: Worked closely with loan, compliance, and marketing departments to resolve issues and streamline processes, improving overall service delivery
- Performance Monitoring: Tracked service metrics, developed strategies to boost satisfaction and efficiency, resulting in improved customer satisfaction scores
- Key Achievements:
- Successfully resolved over 95% of escalated client issues
- Led a team that achieved a 20% increase in customer satisfaction ratings
- Developed a training program for new hires, reducing onboarding time by 30%.
Assistant Shop Manager / VisualMerchandiser
BCBG MAXAZRIA, Lebanon
07.2009 - 02.2012
- Staff Supervision: Oversaw sales associates, ensuring exceptional customer service andefficient operations
- Inventory Management: Maintained optimal stock levels, placed orders, and managedinventory, preventing stockouts and overstock situations
- Sales Performance: Developed strategies to meet and exceed sales targets, contributing toa 15% increase in annual sales
- Customer Interaction: Provided product information, handled complaints, and resolvedissues, ensuring a positive shopping experience
- Visual Merchandising: Created attractive displays and maintained store aesthetics,enhancing the shopping environment
- Administrative Duties: Managed scheduling, payroll, and store reporting, ensuring smoothdaily operations
- Key Achievements:
- Increased store sales by 15% through effective sales strategies and team leadership
- Successfully managed and trained a team of 10 sales associates
- Improved inventory management processes, reducing discrepancies by 25%.
Education
Bachelor's degree / Bachelor's Degree - Business Management
University Of Saint Joseph
Beirut10.2009
Skills
- Service Quality Assurance
- Sales and Deal Closing
- Sales Support
- Call Center Management
- Complaint Handling
- Customer Satisfaction
- CRM Software
- Team Training and Development
Personal Information
Birth date: 07 October 1988
Nationality: Lebanese
Residence Country: Lebanon - Beirut
Certification
Arabic / Level: Native Speaker
English / Level: Expert
French / Level: Expert
References
Mrs. Marianne Harouni Regional Manager Société Générale de Banque au Liban +961.71746146
Mrs. Dalia Alrantisi Brand Owner, BCBG Max Azria BCBGmaxazria +962.775820023
Timeline
Senior Customer Service
Générale de Banque au Liban, Lebanon
01.2011 - Current
Assistant Shop Manager / VisualMerchandiser
BCBG MAXAZRIA, Lebanon
07.2009 - 02.2012
Bachelor's degree / Bachelor's Degree - Business Management
University Of Saint Joseph
Arabic / Level: Native Speaker
English / Level: Expert
French / Level: Expert
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